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As we look forward to 2010, we also reflect on what we’ve learned during the past year. One way to do this is to check out E.G. Insight’s “top five” postings for 2009—the most frequently visited articles at www.eginsight.com/news

Each of the top posts listed below share common themes of rebuilding relationships, using customer feedback to inspire action, or best practices in business-to-business customer feedback.

Feel free to browse any you may have missed. We’ll continue to build on these themes in 2010 and we look for your input regarding other topics you’d like us to cover. Thanks for reading!

1. B2B Customer Satisfaction Survey: Advanced Analysis Methods for Impact
2. Beyond Customer Satisfaction: What Really Makes B2B Customers Loyal?
3. The Collapse of Supplier Trust – and Four Steps to
   Rebuild It
4. The Seven Deadly Sins of a B2B Voice of the Customer Program – and How to Avoid Them
5. The Method is the Message
   

If you’ve seen the results from a survey of your customers’ satisfaction, you probably walked away with three things:

1. Findings – good and bad – that were close to what you expected.
2. Data that surprised you – ratings that were higher or lower than expected or issues your customer had not previously raised.
3. A lingering question – “Now what?”

What leaders really want from customer satisfaction surveys (or customer focus groups, or any customer feedback collection methods) are answers to those “big” questions. What levers can their organization pull to retain their most profitable accounts and turn customers into raving fans? Read More

Saint Paul, MN, March 25, 2009 - The customer research and consulting firm E.G. Insight has created the 2009 edition of its benchmarking report which uses advanced metrics in measuring customer satisfaction, confidence, and loyalty.

Using data from over 238,000 in-depth interviews and E.G. Insight’s proprietary Customer Confidence Index® metric, a team of analysts has created a comprehensive report to provide benchmark scores across 15 key performance indicators, including Value, Product Quality, Delivery, and Innovation.
Read More

I recently saw a great video from the author and thought leader Malcolm Gladwell. Basically, his point is that when it comes to data, less is more. The story he tells is that when emergency room physicians were given less information about critical patients - only the most important data - they were more effective in their diagnosis.

What does that mean for your company, and especially the voice of your customers? Are you capturing the right information? Are you gathering customer data that simply isn’t critical?
Read More

Client
A global company specializing in providing product testing systems to large manufacturers. More than 78% of the client’s revenue came from large accounts, which made customer loyalty absolutely critical.

Challenge
The client had already done 350+ customer satisfaction surveys with their key customers all over the world. The results were mostly as expected: some contacts were happy, some were not. Senior leaders were getting tired of seeing predictable findings that didn’t yield any direction for action.
Read More

E.G. Insight Begins Cross-Cultural Research on Business-to-Business Customer Confidence, Satisfaction, and Loyalty

Saint Paul, MN, November, 2008 - The customer research and consulting firm, E.G. Insight, has initiated a study to look at geographic and cultural trends in business-to-business customer behavior and performance ratings.

Read More